Customers would prefer companies to ignore AI when it comes to providing after-sales service, according to a report published today.
64% of consumers say they would prefer no AI for customer service
In a December 2023 survey of 5,728 customers by industry watchdog Gartner, 64 percent of respondents said they would prefer that companies not use artificial intelligence in customer service. Sixty percent worried that it would make it even harder to reach a human, while 42 percent worried that AI would give the wrong answer.
The results won't surprise anyone who has spent quality time on hold, repeatedly being told their call was important, but due to "unprecedented" call volumes it would take a while to get through to a human.
Gartner's survey comes a week after another, from business intelligence platform Katana, found that half of customers in a much smaller study – 250 respondents – preferred to speak to a human rather than an AI-powered chatbot.
